Are You Complying with Labor Laws or Are you Inviting a Law Suit?

By Robin Noah, SCORE OC Management Counselor

Labor law compliance gets more difficult each year… and it is not going away anytime soon.

Managing risk to prevent lawsuits is a challenge for every employer. Consider that being kind, allowing variables from policies and sometimes flexibility in work schedules is an invitation to violate employee laws. An act of kindness can sometimes become a business liability.
There are many areas that are governed by some rule or regulation or policy. Here are some of the most common areas where employers can get into legal situations:

  • Exempt/nonexempt employee classification
  • Meal breaks
  • Independent contractor status
  • Harassment and discrimination
  • Hours of work
  • Leaves of Absence
  • Overtime Pay
  • Deductions from wages
  • Use of At Will
  • Final paycheck
  • Termination

A good example is the new AB 469 signed by Governor Brown October 2011. Known as the Wage Theft Protection Act of 2011 it became effective January 1, 2012. The bill requires that all employers must provide non-exempt and other employees at the time of hire with a written notice that contains specified information. It must be provided in the language the employer normally uses to communicate employment-related information to the employee.

The Labor Commissioner has made available a template that complies with the requirements of the notice.

This bill would make it a misdemeanor if an employer willfully violates specified wage statutes or orders.

I suggest that you learn more about this law as soon as possible.

You can find specific information relating to this law at several web sites:

Your best protection is knowledge. There is a wealth of information on the internet. Make it a practice to visit the websites that affect employer/employee relations.

Start off by visiting the United States Department of labor web site www.dol.gov/compliance/ ; for the state of California labor laws visit www.labor.ca.gov/laborlawreg.htm.

When making inquiries regarding labor laws, be sure to ask for the California rule to ensure that you are complying with your state’s laws.

As usual be aware of any collective bargaining agreements that may override policies and labor law rules.

This article first appeared in the SCORE OC Newsletter. Robin Noah is a SCORE OC Management Counselor. Call the SCORE OC office at 714-550-7369 to make an appointment to meet with Robin or any of the knowledgeable SCORE Counselors. Then visit www.score114.org to sign up for newsletters delivered to your inbox.

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Join Us for a Chat on Social Media Trends

How much do you know about social media?

Are you on Facebook, Twitter, Google+, Pinterest? If you don’t have a social media marketing plan, you’re missing out on an abundance of (mostly) free marketing opportunities.

Mark your calendar to join SCORE OC on Facebook on May 17th at 9:30 a.m. PST and participate in our very first group chat with small business expert Rieva Lesonsky. The topic is social media trends and you’ll be able to ask her all your questions. The chat lasts 30 minutes

Rieva Lesonsky is CEO of GrowBiz Media, a content and consulting company specializing in covering small businesses and entrepreneurship. She was formerly Editorial Director of Entrepreneur Magazine and has written several books about small business and entrepreneurship. Rieva is a featured blogger on the SCORE Success blog.

To join the chat click to like www.facebook.com/scoreoc and then join the SCORE OC Chat Group at www.facebook.com/groups/scoreoc/.

 

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What Do Customers Want? They’re Telling Us Loud and Clear

By Rieva Lesonsky

When it comes to sales, customer service is the issue that can make or break your business, but the 2012 American Express Global Customer Service Barometer shows businesses are increasingly failing to live up to customers’ service expectations. When businesses fall short, more customers are spreading the (bad) news.

More than nine out of ten Americans surveyed (93 percent) say companies fail to exceed their service expectations. More than three in five (61 percent) feel companies have not increased their focus on providing better service. In fact, of this group, 32 percent feel businesses are paying less attention to providing good customer service – an increase from 26 percent who said this last year.

More than half of all survey respondents (55 percent) said they had walked away from an intended purchase in the past year because they had a poor customer service experience. What drives customers the craziest? The four biggest customer service complaints were:

  1. Rudeness: insensitive or unresponsive customer service people (33 percent)
  2. Passing the Buck:  Being shuffled around with no resolution of the issue (26 percent)
  3. The Waiting Game:  Waiting too long to have an issue resolved (10 percent)
  4. Being Boomeranged:  Forced to continually follow up on an issue (10 percent)

Exactly how long will consumers wait for customer service?  The average consumer hits his or her boiling point after 13 minutes on hold. In person, customers will wait an average of 12 minutes for help at retail stores, restaurants or other establishments before they start to get steamed.

Clearly, the solution to providing stellar service is simple. Customers are telling us exactly what they want—all we have to do is listen. Take responsibility, resolve problems quickly without making the customer do all the work, and provide fast service. Simple enough, right?

In today’s economy, service is one of the ways small businesses can still distinguish themselves from the pack. If you’re letting your service slip, you’re only hurting yourself.

If you need more motivation to improve your customer service, consider this: Respondents say they’d spend an average of 13 percent more with companies that deliver stellar service. Need help evaluating your business’s customer service? A SCORE mentor can help. Visit the SCORE website to get matched with a mentor and get free business advice 24/7.

Rieva Lesonsky is CEO of GrowBiz Media, a media company that helps entrepreneurs start and grow their businesses. Rieva is a regular contributor to SCORE Small Business Success Blog. Follow Rieva at Twitter.com/Rieva and visit her blog at SmallBizDaily.com.

Reprinted with permission from blog.score.org.

 

 

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